1. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Unit 7 Communication Skills

2. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Objectives Spell and define terms. Explain the types of verbal and nonverbal communication. Describe and demonstrate how to answer the telephone while on duty. Describe four tools of communication for staff members. 2

3. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Objectives Describe the guidelines for communicating with patients with impaired hearing, impaired vision, aphasia, and disorientation. State the guidelines for working with interpreters. 3

4. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Introduction Communication is a two-way process For communication to happen –Both a “sender” and a “receiver” are needed Information can be sent: –Orally, in writing, and through body language 4

5. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Introduction 5

6. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communication in Health Care Communication between staff members –Must be effective to provide patients with the safest and best care Four things are needed: –A sender –A clear message –A receiver –Feedback 6

7. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communication in Health Care Channel –Medium through which the message is sent Verbal communication –Uses spoken or written words 7

8. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communication in Health Care Nonverbal communication –Message that is sent through the use of one’s body 8

9. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Nonverbal Communication Nonverbal communication affects your message Message is remembered –More for the receiver’s interpretation of your facial expressions, gestures, and overall body language Less for your words 9

10. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Nonverbal Communication Eye contact –Communicates interest, concern, warmth, trust, feelings, and credibility 10

11. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Working with Interpreters Interpreter –Communication professional who mediates between speakers of different languages –Some interpreters use sign language –Medical interpreters Skilled, qualified professionals who understand medical terminology 11

12. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Nonverbal Communication 12

13. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communicating with Staff Members In Unit 2: –You learned that each health care facility has a line of authority and communication Organizational chart – Guide for communication – Specifies the line of authority 13

14. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Oral Communications Oral reports –Used frequently to communicate information about patients When you first come on duty –You will listen to the shift report 14

15. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Answering the Telephone Many telephone calls come in to a health care facility Nursing assistants are –Not allowed to take physicians’ orders –Not allowed to take results of diagnostic tests –Not allowed to give information to families You must call the nurse to do these tasks 15

16. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Answering the Telephone If you answer the telephone: –Identify the nursing unit –Put a smile in your voice –Identify yourself and your position –Ask the caller’s name, and ask the caller to wait while you locate the person called –If the person is unavailable, take a message. (Refer to Figure 7-5.) 16

17. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Answering the Telephone 17

18. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Answering the Telephone Follow facility policies for use of cell phones and other electronic devices. 18

19. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Written Communications Among Staff Members In many situations –You and other staff must rely on written communications Ability to accurately read the communications Essential to your patient care 19

20. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Memos Brief communication that informs or reminds employees of: –Changes in policies or procedures –Upcoming meetings or staff development programs –Admission of new patients –Promotions of staff members 20

21. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Memos Provide important information Be sure you know where memos are posted so that you will be aware of your facility’s activities 21

22. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Manuals All facilities have manuals that provide information about policies and procedures –Employee Personnel Handbook –Safety and Disaster Manual –Procedure Manual –Nursing Policy Manual –Safety Data Sheets (SDS) 22

23. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Manuals There may be other manuals for infection control and quality assurance. Some manuals are on the facility intranet. 23

24. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Staff Development Process used to educate staff from all departments in a facility Classes may be given to inform staff of: –New rules and regulations –New procedures –Recent health findings from research –How to use new equipment 24

25. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Patient Care Plan Interdisciplinary health care team –Develops an individualized care plan for each patient Unit 8 –Presents more information on the patient care plan 25

26. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. The Patient’s Medical Chart Each patient has a medical chart or record –Chart is a legal document Documentation –Information entered into the chart Unit 8 provides instructions for documenting on the patient’s chart 26

27. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Other Methods of Communication Modern technology has increased opportunities for communication You will see computers at the nurses’ station and throughout the facility 27

28. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Many uses of computers within health care facilities: –Writing letters, memos, policies, and procedures –Compiling databases –Doing mathematical calculations –Documenting patient information Other Methods of Communication 28

29. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communicating with Patients Your skill in communicating with patients will develop with experience Listening actively is a special skill requiring more than just your being physically present 29

30. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Communicating with Patients Who Have Special Needs Communication with patients may be impaired because a patient may: –Be hearing impaired –Be vision impaired –Have aphasia –Be disoriented –Be from a different culture 30

31. © 2016 Cengage Learning ®. All Rights Reserved. May not be scanned, copied or duplicated, or posted to a publicly accessible website, in whole or in part. Some patients have special communication needs that should be addressed on the care plan 31 Communicating with Patients Who Have Special Needs